Service Desk Entry Level (on-site Hickory, NC)

Overview

The IT Service Desk Entry Level position will be training to gain sufficient knowledge and skills to provide basic process monitoring, issue recording or escalations for all supported technologies without on-site assistance/supervision. This is a probationary position. The Service Desk provides 24x7 network, hardware, and software support for various user communities which include: Retail stores (both owned and Independent customers of MDI Services), multiple warehouses, and corporate office environments. Supported technologies include but are not limited to: retail Point of Sale, retail wireless devices, corporate and retail application issues, voice and data networking, mainframe process monitoring, proprietary applications, mobile devices, desktop devices and peripheral, and Microsoft Office 365 applications and active directory.

Responsibilities

1. Field Incoming Help and Service Requests: Service desk analyst is to handle incoming queries and help requests from end users, over the phone via email, chat or web portal in a fast and friendly manner. 2. Resolve IT Support Requests - Service Desk Entry Level position will learn to resolve basic technical issues as they arrive. This can involve remote management of devices, walking a user through steps to resolved his issue, recommending documented resolution, or determining an escalation path with assistance of trainer or experienced analyst. 3. Must develop and demonstration the ability to provide strong customer service, accurately maintain service records, monitor system processing and follow standard operating procedures. 4. Work in a fast-paced environment, able to adapt and grow with new responsibilities and technology as required to meet the business needs. Required to work a flexible schedule which may include 3rd shift, holidays and weekends.

Qualifications

Requires basic technical and computer skills and a capacity to learn new technology, working towards an associate degree in a technology field, or other hands on computer experience. Must demonstrate a basic level of problem-solving, conflict management, time management, and communications skills both written and verbal. Consistently effective in working with all level of both internal users and external customers in a patient, friendly and professional manner.